KPIs
Discussion List
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What pop-up survey tools do you use for measuring self-service?Self-service success and implicit case deflection are two of the key performance indicators for self-service, per TSIA's best practices. In order to accurately capture this, you need a pop-up survey …
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When tracking time for your PS and support teams what do you consider productive time?Are there any classifications that you consider non-productive effort? How do you drive prioritization for billable work vs support for NPI, pre-sales? Whats a good billable time target to consider?Answered shalu.manan@blueyonder.com 27 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
What Metrics or KPIs do you use to measure your Tier III Support team?We use the standard KPIs for our Tier I, client-facing folks (CSAT, Case Age, Quality, Abandonment, etc.), but our technical support team (aka Tier II, Tier III, Application Support team) is our &quo…Answered etaylor-beck@relias.com 480 views 4 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations -
Quality Assurance / Quality Monitoring BenchmarkingHi! For those of you who are conducting quality checks on phone calls, chats, and tickets: How many are you doing each month for each channel? Are your counts based on the agent (e.g. 10 per agent …Answered ✓ Kim Ahmer 110 views 3 comments 1 point Most recent by Kim Ahmer Services Delivery & Operations
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